IT Support Specialist II
BR-Remote
Brazil Careers
Req #: 15821
Type: Regular
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Overview: We're looking for a skilled IT professional with 3 to 5 years of experience who enjoys solving complex technology problems and knows when to escalate issues. In this role, you'll play a key part in ensuring employees have a smooth and reliable tech experience-resolving incidents, supporting requests, mentoring junior team members, and helping to continuously improve our processes. You'll need excellent English communication skills, both written and spoken, to effectively support our global team and work collaboratively with technical and non-technical colleagues alike. If you're passionate about helping others and improving how people work with technology-while being part of a welcoming, supportive team-we'd love to hear from you. Responsibilities: As an IT Support Specialist II, you'll provide advanced support for Avalara employees-onsite and remote-across a wide range of tools, systems, and technologies. You'll also document solutions, train peers, and contribute to a better support experience through automation and self-service. You'll work with tools including: * Microsoft Windows & Apple OS * Microsoft 365 & Google Drive * Okta * Slack, VPN, RingCentral, Zoom (Neat) * Printers and meeting room tech * Local office infrastructure Qualifications: * Respond to IT tickets and escalations via Slack, email, phone, or our ticketing system * Troubleshoot and resolve advanced issues with hardware, software, networks, and peripherals * Mentor Tier 1 team members and create helpful documentation * Install, upgrade, and maintain laptops, desktops, software, and peripherals * Keep asset inventories up to date and ensure workspace tech is ready and functional * Improve support processes and expand self-service resources * Communicate clearly with end users and internal IT teams * Support onsite tech needs, including hardware management and conference room setup * Participate in an on-call rotation for complex issue escalation * Ensure alignment with IT policies, while identifying areas for improvement
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